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Job Description
The role involves providing technical support as part of a frontline team, responding to customer requests for assistance with complex technical issues related to Samsara's SaaS platform and IoT systems, while collaborating with other support representatives and departments to ensure high customer satisfaction.
Key Responsibilities
- Serve as a technical escalation point for complex customer issues.
- Provide in-depth technical troubleshooting for advanced issues across Samsara's SaaS platform, hardware devices, and integrations.
- Contribute to knowledge base development by documenting resolutions and creating technical guides.
- Identify trends in customer issues to influence product improvements and optimize support processes.
- Deliver professional communication to technical and non-technical stakeholders.
- Champion Samsara's cultural principles to drive innovation and collaboration.
Requirements
- Bachelor's degree or higher in a technical discipline e.g., Computer Science, Engineering, Networking or equivalent experience.
- 3-5 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
- Proven track record of handling complex technical escalations and collaborating across departments to resolve advanced customer issues.
- Strong understanding of networking concepts e.g., TCP IP, VPNs, DNS, cloud-based architectures, and hardware troubleshooting.
- Proficiency in using diagnostic tools, APIs, and scripting e.g., Python, Bash to automate troubleshooting and issue resolution.
- Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing.
- Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.
- Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges.
- Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.
- Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.
Benefits & Perks
competitive total compensation package
employee-led remote and flexible working
health benefits
Samsara for Good charity fund
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